SupportJRE Support

The JRE Help Desk Support Subscription Includes the Following Key Items:

24/7 JRE Help Desk

Provides the Warfighter assistance via toll-free phone number or a website form submission as well as
email access to highly qualified JRE Subject Matter Experts (SMEs) who provide real-time technical
assistance on all issues related to the operation and maintenance of JRE software and hardware. The
JRE Help Desk SMEs have access to a complete range of SAIC owned equipment (radios, crypto, JRE
software/hardware, test and integration simulations and scripts) that permits them to reproduce
problems in a closely simulated environment.

Direct Product Support

Support is provided using a collaborative support model. Issues can be assigned priorities and put
into queues as they come in, either by a manual triage process or by an automated approach. This
triage can take into account the severity of the issue, the difficulty to resolve and also the
importance of a particular customer. SME's are able to resolve over 95% of the Warfighter questions
and have direct access to Systems Engineers, Developers, JICOs and Test Engineers.

Risk Mitigation & Management

Our Product Lifecycle Management System allows us to identify technology obsolescence because of
product EOL and/or or security vulnerability analysis and proactively alert the customer of such
issues through a notification system.

Quality Improvement

A key component to the collaborative support model is a state-of-the-art Product Lifecycle Management
System that allows us to track product/customer history, bugs, RMAs, and provide suggestions for
product enhancement(s).